Product & Customer Experience Director

Client of Salt; Dubai; On-site; AED 300,000 - 460,000; Full time

Job summary

Client of Salt seeks a senior leader to own product portfolio strategy and end-to-end customer experience across its diversified brands. You will guide the innovation pipeline, develop roadmaps, and ensure a consistent brand experience across all touchpoints, including physical stores and digital channels.

The role requires extensive senior leadership in FMCG or consumer-facing settings, with proven expertise in lifecycle management, CX maturity, and cross-functional collaboration across

Qualifications

• Senior leadership experience in FMCG or consumer-facing environments.
• Proven track record in product lifecycle from innovation to portfolio optimization.
• Experience building or elevating a CX function across multiple touchpoints (retail, digital, service).
• Bachelor’s degree required; postgraduate qualifications desirable for senior candidates.

Responsibilities

• Own product portfolio strategy across the group's businesses aligned to growth priorities.
• Lead the innovation pipeline and bring new products to market.
• Define end-to-end customer experience across physical and digital touchpoints.
• Set brand experience standards across customer-facing functions.
• Collaborate with marketing, digital, studio, IT and developers to deliver initiatives.
• Build and lead a high-performing product and CX team.
• Represent product and CX priorities to executives and stakeholders.

Skills

Senior leadership

Portfolio strategy

Customer journey mapping

Brand experience

Cross-functional leadership

GCC experience

Education

Bachelor's degree

Postgraduate qualifications desirable

Job description

Role Overview

Own product and customer experience strategy across the group s entire portfolio You ll set the portfolio direction drive the innovation pipeline and shape the end-to-end customer journey building a consistent differentiated brand experience across every touchpoint in every business

What You ll Do

Product amp Portfolio Strategy

Own the product portfolio strategy across the group s businesses aligned to growth priorities Lead the innovation pipeline identify prioritise and bring new products and offerings to market Continuously assess portfolio performance evolving or retiring offerings based on market and customer insight Apply stage-gate discipline to guide products from concept through to launch Build and maintain product roadmaps that turn strategy into a clear sequenced plan

Customer Experience Leadership

Own end-to-end CX strategy across every touchpoint physical digital and service Map and continuously sharpen the customer journey hunting down friction and opportunities to differentiate Set the standards and frameworks for brand experience across every customer-facing function and business Build customer segmentation and personas that shape product experience and marketing decisions Translate product and CX thinking into digital products and services apps websites UX and UI

Commercial amp Cross‑Functional Leadership

Be the strategic bridge between product marketing sales and operations one joined‑up customer proposition Build the business case for product and experience investment with a clear line to commercial outcomes Represent product and CX priorities to executive leadership and portfolio company stakeholders Work cross‑functionally with marketing digital studio IT and developers to bring initiatives to life

Team amp Stakeholder Leadership

Build and lead a high‑performing team across product and CX disciplines Act as a strategic partner to portfolio leaders embedding shared standards while respecting different business models Champion the voice of the customer at the senior leadership table Operate effectively within task forces and cross‑functional project teams

Key Deliverables

• Group product portfolio strategy
• Innovation and pipeline roadmap
• Product roadmaps across the portfolio
• End‑to‑end customer experience framework
• Brand experience standards across portfolio touchpoints
• Customer journey maps and improvement plans
• Customer segmentation and persona frameworks
• Executive product and CX dashboard

How Success Is Measured

• Portfolio performance and innovation throughput
• Customer experience and satisfaction scores
• Brand experience consistency across touchpoints
• Time‑to‑market for new product launches
• Commercial impact of product CX initiatives
• Portfolio adoption of shared standards

What You Bring:

Significant senior leadership experience in an FMCG or consumer-facing environment, with real exposure to product/brand management and portfolio strategy. A proven track record managing product lifecycles from innovation and launch through to portfolio optimisation. Experience building or elevating a CX function across multiple touchpoints (retail, digital, service). Comfort operating inside a holding company or multi-business-unit structure. Experience working within task forces and cross-functional project teams. Regional (GCC) experience is a plus, not a must. Bachelor s degree in a relevant discipline; postgraduate or professional qualifications desirable for senior candidates. Fluent English required; Arabic is a plus.

Core Skills:

Product portfolio strategy & innovation pipeline management Customer journey mapping & brand experience design Commercial/P&L acumen & customer insight and research Cross‑functional stakeholder management & multi-touchpoint CX delivery Stage‑gate process & product roadmap development Customer segmentation and personas Digital products, apps, websites, UX/UI